Win the Customer
SEPTEMBER 15, 2014
As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape. Call Center Customer Service Technology'
Callminer
MARCH 13, 2014
Here’s a look at 3 best practices to establish call center customer-centricity. With customer experience management more important than ever, customer satisfaction has become an area of focus.
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Beyond Philosophy
MAY 14, 2015
While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). As many as 2/3 of Customer service interactions will occur without human-to-human contact.
Beyond Philosophy
JUNE 12, 2015
over the four quarters of 2014). Most organizations focus on transactional details of the Experience, for example, hold times at the call center. I also worry about the plateau/decline (from 76.2 That’s a trend we need to keep an eye on before it goes down more.
Callminer
NOVEMBER 18, 2020
“Contact centers are usually the last resorts to get in touch if the problem cannot be solved through a variety of other ways… ”. During training, all call center employees are told to be empathetic towards the customer and their query; they are all there to help and becoming hostile or angry over the phone really does not solve anything.
Beyond Philosophy
MAY 19, 2015
As part of a larger global project with Caterpillar, we recently awarded one of their largest dealers, Carter Machinery , the “Excellence in Customer Experience for 2014.” By using this approach, they have transformed the way their call center works in a way that make Customers feel valued and appreciated more than in the past.
Callminer
SEPTEMBER 5, 2017
Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.
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